Outsourced Service Provider dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Outsourced Service Provider dashboard

    The Outsourced Service Provider (OSP) dashboard in ServiceNow enables OSP managers to monitor critical case management metrics such as breached service-level agreements (SLAs), average resolution times, and case transfer rates. This dashboard provides insights that help identify areas requiring attention and supports strategic planning for case resolution and service quality improvement.

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    Starting with the Xanadu release, the dashboard features a modernized interface accessible via All > Outsourced Customer Service > Analytics, where users select the specific OSP name. Customers on earlier releases can still access the legacy dashboard via All > Outsourced Customer Service > Overview.

    Key Features

    • Role-based access: The dashboard is designed for internal OSP managers with the role sncsmocs.manager.
    • Global filtering: Users can filter metrics by one or multiple outsourced service providers to focus on specific data or view aggregated information across all providers.
    • Key performance indicators (KPIs):
      • Unassigned open cases: Number of open cases not yet assigned to OSP agents.
      • Open cases with breached SLAs: Cases remaining open past the SLA-defined timeframe.
      • Total open cases: Overall count of open cases.
      • Average overall customer satisfaction (CSAT): Survey-based satisfaction scores.
      • Number of resolved cases: Cases moved to resolved state by OSP agents.
      • Summed duration of resolved cases: Total time taken to resolve cases.
      • Number of transferred cases: Cases transferred to internal ServiceNow agents when unresolved by OSP agents.

    Reports and Practical Use

    • Unassigned Open Cases: Quickly identifies how many open cases are awaiting assignment, enabling OSP managers to allocate resources effectively.
    • Active SLAs Breached: Highlights all currently breached SLAs, allowing managers to take immediate corrective actions to improve service delivery.

    By providing real-time visibility into these metrics, the dashboard supports proactive management of outsourced customer service operations, helping ServiceNow customers maintain SLA compliance and enhance customer satisfaction.

    The Outsourced Service Provider dashboard enables monitoring of breached service-level agreements (SLAs), average resolution time, and case transfer percentages, among other metrics. You can utilize the insights to identify the areas of concern and to plan your case management strategy.

    Important:
    Starting with the Xanadu release, the Outsourced Service Provider dashboard has a new, modernized look and feel.

    To access the new Outsourced Service Provider dashboard, navigate to All > Outsourced Customer Service > Analytics, and select the outsourced service provider (OSP) name. Existing customers upgrading from earlier releases to the Xanadu release can also access the new Outsourced Service Provider dashboard.

    However, existing customers on release versions prior to the Xanadu release can still view the old Outsourced Service Provider dashboard by navigating to All > Outsourced Customer Service > Overview.

    Figure 1. Outsourced Service Provider dashboard
    Outsourced Service Provider dashboard displaying data for all the service providers. For more information about different metrics, refer to the Indicators section.

    End user and roles

    End user and goal Required role
    Internal OSP Manager sn_csm_ocs.manager

    Indicators

    Outsource cases: Unassigned open cases

    The number of open cases that are unassigned to the OSP agents.

    Outsourced cases: open cases with breached SLAs

    The number of cases that have remained open past the time required by the Service Level Agreement (SLA).

    Outsource cases: open cases

    The number of cases that are in the open state.

    Outsourced cases: Average overall CSAT

    Average customer satisfaction (CSAT) based on survey results. For more information about CSAT, see Customer service satisfaction surveys.

    Outsourced cases: Number of resolved cases

    The number of cases that the OSP agent has worked on and moved to resolved state.

    Outsourced cases: Summed duration of resolved cases

    The total time taken by the OSP agents to resolve the cases.

    Outsourced cases: Number of transferred cases

    Number of cases that are transferred to an internal ServiceNow agent when an OSP agent couldn’t resolve the case.

    Global filter

    The Outsourced Service Provider dashboard utilizes the outsourced service providers as global filters. You can select one or more outsourced service providers to view different metrics and reports. By default, the dashboard displays data from all outsourced service providers.

    Reports

    Title Type Description
    Unassigned Open Cases Single score report The number of cases that are in the open state and isn’t yet assigned to an OSP agent. In this report, for example, there are 42 cases that are yet to be assigned. The OSP manager views the number of such cases at a glance and assigns them.
    Active SLAs Breached Single score report. This report shows all breached SLAs that are still active In this report, for example, there are 42 such active SLAs. The OSP manager views the number of breached SLAs at a glance, which helps in taking immediate action.